Delays all the way!

My car was ****** 21.01.2020 (first time ever). Discovery seemed to be on top of everything and claim seemed to be going to be settled with a breeze but then when they wanted to collect the original documents they realized they forgot to mention I need to de-register my car and they need the document (keep in my mind I already took off work numerous times during the week to do all the admin and this was a call I received on Friday) I was able to get the document on 28.01.2020 and when I phoned for collection they said they can probably collect it by Thursday/Friday which means another delay from discovery. I complained because it seemed unfair and the consultant told me they only have one driver in Gauteng which is nonsense. He forwarded me the request and asked that the collection happen asap as I complained(this is in his email). Of course I complained, my claim is being delayed by the company and I am not allowed to be upset? Also they do not go through the process with you as this is my first time having to deal with a ****** car. I have emailed the claims consultant numerous times and still haven't received any feedback or call backs on all my messages left which makes me uncomfortable or feeling in the dark with regards to my claim. I am upset because my car was ****** and dealing with an insurance company who seem unwilling to help or don't know what to do to get the claim finalized makes the experience even worse. Why should one complain to get things done and hope and pray they will get done eventually? (PS if you opted for a 30 day car hire you only get it till they paid out the claim but on the bright side it seems that it may take them 30 days to get a claim finalized anyway.)